Release Notes 2024

14 min

see the latest feature releases, product improvements, version updates, and more… \december 2024\ \portal dynamic ticket templates \ relevant modules \ticket management\ audience administrators overview this feature allows administrators to create dynamic ticket templates based on the most frequently opened categories in the portal you can define a recurrence check period to automatically prompt template usage after a certain number of days, streamlining the ticket creation process \mandatory additional fields at closure \ relevant modules \ticket management\ audience administrators, agents overview enables administrators to set additional attribute forms as mandatory specifically at ticket closure, adding flexibility to enforce data capture when required \advanced permissions for catalog items \ relevant modules \ticket management\ audience administrators overview supports configuring advanced permissions for catalog items using sql queries, offering more granular control over access \set up resolution, pending customer reminders, and auto close hours per call type \ relevant modules \ticket management\ audience administrators overview allows administrators to define different time based actions (such as resolution reminders, pending customer reminders, and auto close hours) for each call type, providing flexibility instead of applying a single definition for all call types in the itcc \requested date enhancement \ relevant modules \ticket management\ audience administrators overview this enhancement enables better planning and prioritization by allowing tickets with a requested date to follow a custom lifecycle the requested date functionality has been enhanced to provide more flexibility in ticket management administrators can now choose whether the requested date is informative only or used to reschedule the ticket set a preparation period to adjust the ticket's start date to the requested date minus the preparation days define a specific ticket status for tickets opened with a requested date, ensuring they are distinguished from other tickets and prematurely won’t appear in standard working lists \critical announcement pop up on working list page \ relevant modules \ticket management\ audience agents, administrators overview this enhancement ensures agents are immediately informed about critical issues or updates, enhancing communication and allowing for swift adjustments to their workflow introduced a pop up feature to display critical announcements to agents when they access the working list page this feature can be used to communicate urgent updates, such as ongoing system issues or important alerts \assign workflow sub tasks to handling group and service owner \ relevant modules \ticket management\ audience administrators overview added the option to automatically assign workflow sub tasks to the handling group and the owner of the attached ticket service this feature ensures that sub tasks are promptly assigned to the most relevant groups/owners, improving task accountability, efficiency, and resolution speed within workflows \determine the number of days for recurring tickets \ relevant modules \ticket management\ audience administrators overview agents can now define the number of days after which a ticket will be considered as recurring this allows them to specify the recurrence interval, helping to manage and track recurring cases more effectively \enhancements \ customer details on ticket page added the option to include "job title" in the customer details layout for more comprehensive information at a glance \ticket management\ parent ticket closure control workflow setup now allows the option to prevent parent tickets from being closed, even if all sub tasks are resolved, ensuring proper process compliance \ticket management\ customer name on my group board and my work board cards enhances visibility and context for agents by providing the customer’s name directly on the board, enabling quicker identification and better customer focused service \ticket management\ \november 2024\ \approval count notification \ relevant modules \ticket management\ audience all users overview a bubble notification shows the number of pending approvals, ensuring users are aware of tasks that need immediate action \reschedule ticket handling \ relevant modules \ticket management\ audience administrators, agents overview enables tickets to be rescheduled with a follow up date rescheduled tickets are hidden from the working list until the follow up date arrival and automatically update their status when the date arrives, helping manage deferred tickets efficiently \define sla exception dates \ relevant modules \ticket management\ audience administrators overview administrators can set exception dates for specific sla templates, allowing for more flexibility to accommodate holidays or unique scenarios \signature setup per call type \ relevant modules \ticket management\ audience administrators overview administrators can set up signature html content per call type and define conditions for mandatory signatures using sql expressions for example, a signature can be required if a customer hasn’t signed in over a year \enhancements \ improved mobile visibility collapsed customer information on the ticket edit page for better screen space, with a button to expand details on the portal, agents now land directly on the "assigned to me" region for quicker ticket access \ticket management\ hours reporting validation added validation to the mass update ticket page, ensuring accurate reporting when resolving multiple tickets \ticket management\ sub task rejection handling rejecting one sub task now cancels other open or waiting sub tasks automatically \ticket management\ search in bulk assignment table added a search field to the bulk assignment table for faster navigation during bulk assignments \asset management\ asset location management asset locations can now be updated directly from the "assign assets" table on the ticket edit page \asset management\ \october 2024\ \advanced action items settings \ relevant modules \ticket management\ audience administrators, agents overview the new action items feature streamline ticket management by completing necessary tasks before ticket closure these items can range from simple follow ups to complex troubleshooting steps, providing a structured approach to task tracking types of action items form defined action items predefined tasks associated with specific ticket types or categories, creating a consistent framework ad hoc action items created dynamically for unique tickets, allowing flexibility in addressing specific requirements combined action items form defined and ad hoc action items can be combined for a tailored ticket management experience to read more about the action items functunalitys and setup guide, open the action items docid\ ku7zmdojiawc2t3 2tqqo guide \dashboard generator enhanced drill down\ relevant modules \all modules\ analytics audience administrators, managers, agents overview users can now customize dashboard drill down columns, set filters, download reports, and set new drill down views as default reports for dashboard items \escalation rules for recurring tickets \ relevant modules \ticket management\ audience administrators overview two new triggers have been added to escalation rules to notify or take action if a customer has recurring tickets in the same category recurring open tickets last 21 days recurring all tickets last 21 days \vip visualization mark\ relevant modules \ticket management\ audience administrators, agents overview vip indications are now visible to agents on the ticket creation page, ticket edit pages, and working lists \multiple shortcut buttons for new ticket creation \ relevant modules \ticket management\ audience administrators, agents overview in addition to the existing option for a new ticket button shortcut on the working list page, administrators can now add up to two additional shortcut buttons \group membership assignment limit \ relevant modules \ticket management\ audience administrators, agents overview a new restriction has been implemented to limit ticket assignments to users only group managers or group members of the group can assign tickets to a user, enhancing control over ticket management and ensuring assignments are made within appropriate teams \enhancements \ recurring ticket columns two new columns in the working page/queue list display recurring ticket counts for a user in the same category recurring open tickets last 21 days, recurring all tickets last 21 days \ticket management\ dashboard generator added an "order by" option for pivot table dashboard items and the ability to apply count(distinct) in charts \all modules\ analytics mobile top bar simplified the mobile top bar by removing the connected user’s first and last names, providing more space for essential menu icons \all modules\ bulk assignment table search added a search field to the bulk assignment table, enabling quicker navigation and selection of assignments \asset management\ \september 2024\ \dashboard import / export\ relevant modules \ticket management\ analytics audience agents, administrators overview introduced the ability to export and import entire dashboards or individual dashboard tabs, enhancing flexibility in dashboard management \new permission type for portal/call types/catalogs management \ relevant modules \ticket management\ audience administrators overview added the capability to define permissions based on user types, expanding beyond the existing options (e g , roles, groups) \mass update user assignments / permission and task transfers\ relevant modules \all modules\ audience administrators overview the mass update feature allows administrators to efficiently transfer or copy user permissions and settings between users this streamlines updates across various elements such as category default assignees, country specific routing rules, and workflow steps all from a single page \chatbot availability for agents on working lists and edit ticket page\ relevant modules \ticket management\ \chatbot\ audience administrators, agents overview the chatbot is now available to agents on working lists and the edit ticket page, in addition to the portal homepage administrators can configure unique chatbot trees for each working list and call type \chatbot new ui\ relevant modules \chatbot\ audience administrators overview a new user interface for managing chatbot conversation trees, offering an improved, user friendly design for easier conversation tree management \bot context initializations\ relevant modules \chatbot\ audience administrators overview administrators can now set up sql queries or use pre existing queries in the system to load data based on the logged in user, current ticket and more the initialized data can be used in chatbot content or to define conditions for the next step example 1 sla remaining hours if sla remaining hours < 0, define the bot to suggest solutions to quickly resolve the issue, improving customer satisfaction and prioritizing the ticket for the agent example 2 summary by priority the bot can output a summary of my assigned tickets categorized by priority, e g , "2 low, 3 high " \enhancements \ catalog items sequence added the ability to define the display order of catalog items \ticket management\ chatbot trees per portal chatbot trees can now be configured for each portal \all modules\ \chatbot\ workflow subtasks subtasks now start with a status of “new” instead of "in process" \ticket management\ cab field option added the option to select whether to display or hide the cab field in the call types setup \change management\ first response by added the “first response by” field to the ticket management system \ticket management\ \august 2024\ \manageengine\ new integration for events and asset management relevant modules \asset management\ \event management\ audience administrators, agents overview a new integration between the itcc and manageengine via apis to read and create new assets and new events in the itcc \enhanced workflow launch rules\ relevant modules \ticket management\ audience administrators overview you can now trigger workflows for a specific parent category or second level category this means the workflow will be launched for all categories attached under the selected level in addition, you can choose to launch a workflow for a specific triage category (as before) \d\ \ifferentiate between an embedded or inline image sent via mail\ relevant modules \ticket management\ audience administrators, agents overview now the system can distinguish between images that are pasted and sent in the email body, such as signature images, and it will not display those images in the attachment tickets tab only the images that were attached to the email will be inserted into the attachment tickets tab \enhancements \ html display added the option to show html text from category setup to end users/agents/all users \ticket management\ dynamic workflow diagram the diagram now auto refreshes with each step change, no page reload is needed \ticket management\ "cc" field history changes in the "cc" field are now tracked in ticket history logs \ticket management\ ticket tab control users can now select available ticket tabs for end users or agents \ticket management\ "more" tab customization added the option to choose which data is shown in the "more" tab \ticket management\ table view option introduced a row table view alongside the card view for "my tickets" and "my employees' tickets " \ticket management\ sla determination added the option to choose whether sla working hours are based on the customer's or the agent's working hours \ticket management\ customer activity indicator added an indicator of customer activity based on their working hours to the working list \ticket management\ "link only" catalog items categories fields are now displayed to end users for "link only" catalog items \ticket management\ knowledge base search enhancements clicking "see all" in the portal knowledge base now displays only knowledge items attached to the portal from the ticket creation page, only knowledge base items relevant to the ticket type's portal will be displayed \ticket management\ pending customer with rich text editor now, when dragging a ticket from the board pages, a new page opens with the rich text editor for pending remarks \ticket management\ outgoing mail parameters new asset information has been added to the outgoing mail #asset model#, #asset manufacturer#, #asset type# \asset management\ \july 2024\ \routing tickets based on the customer's city\ relevant modules \ticket management\ audience administrators, agents overview enable routing tickets depending on the customer's city \ews easy incoming mail connector\ generate an ews token automatically relevant modules \ticket management\ audience administrators, agents overview easily connect your it mailbox to the itcc incoming mail connector without creating tokens manually just click the "create code" button, enter the mailbox passwords in the microsoft window, and the system will automatically insert the code into the itcc additionally, we have added a new "test connection" button to validate the connectors and check for any errors between the connections \no valid categories for ticket closure\ relevant modules \ticket management\ audience administrators, agents overview added the option to set up a "disable closure" flag for categories, requiring a change of the category when closing a ticket for information remediation \associating suppliers with different call types\ relevant modules \ticket management\ \account management\ audience administrators, accounts managers overview added the option to filter the handling call types for each supplier this will affect the "supplier" list of values that appears on the ticket page when the ticket is "pending 3rd party" \new integration with azure intune\ relevant modules \asset management \ audience administrators, asset managers \enhancements \ support msg files in ews graph mail \ticket management\ a validation was added to verify that at least one row is added to the form table when creating/ updating/ closing tickets \ticket management\ \june 2024\ \advanced problem management\ relevant modules \problem management\ audience administrators, agents overview you can now reflect problem status, workarounds, and resolutions directly to related tickets, improving efficiency and ensuring quicker resolution times for your customers key features determine for each problem whether the status of the problem should update the status of the related incidents the problem workaround and resolution are now available from the related incidents page, for easily sending the workaround or the resolution to the customers \new menu generator\ relevant modules \ticket management\ audience administrators, agents overview personalize your menu and reports agents can now personalize their menus and reports to align with their workflows and set their landing page as their customized menu meanwhile, administrators can easily establish new menus for the public itcc side menu \announcements pop up on user login\ relevant modules \ticket management\ audience administrators (affects all users) overview our new announcements feature ensures that crucial notifications pop up as soon as users log into the portal \assign tickets to a group via email\ relevant modules \ticket management\ audience agents overview you can now assign tickets to a different group by sending an email to the connected itcc mailbox by including #@group name# in the subject line \dashboard drag and drop\ relevant modules \ticket management\ analytics audience agents, administrators overview you can now drag and drop the various graphs and widgets on your dashboard to easily arrange your dashboard data \enhancements \ adding a log to the tickets when relating or unrelating a ticket \ticket management\ added the option to change the ticket impact/urgency and severity calculation when the ticket is closed \ticket management\ escaping the form attributes validation when canceling tickets \ticket management\ uploading large files to sharepoint/onedrive in the background, so the user uploading the large file won't need to wait \ticket management\ \may 2024\ \asset barcode reader\ search for assets via barcode using your cell phone relevant modules \asset management\ audience agents, asset managers overview you can now quickly search for assets using your cell phone simply enter the serial number or scan the asset barcode with the camera \enhancements \ the "cab" field is now editable on the ticket update pages \change management\ \april 2024\ \limit portal access by permissions\ relevant modules \ticket management\ audience administrators (affects all users) overview our new permissions feature lets you control portal access based on user roles and permissions this ensures that only authorized users have access to the relevant ticket types \set up an icon for each knowledge item\ relevant modules \ticket management\ audience administrators, knowledge contributors (affects all users) overview you can now set up unique icons for each knowledge item, making it easier to identify and navigate through your documentation \march 2024\ \added a "follow up date" field when the ticket status is "follow up"\ relevant modules \ticket management\ audience administrators, agents overview added a new field that allows agents to schedule follow up dates and times with customers regarding their tickets this enhancement will help agents to better manage customer tickets and ensure timely follow up \enhancements \ added the option to manually open approvals to a specific user \ticket management\ added supplier's contact details fields for software contract management \contracts management\ control the "new" > "in process" status change on owner assignment by support group \ticket management\